Manager, Group Benefit Operations

4 days ago

Dartmouth, Canada Intact Full time

We’re looking for an Operations Manager to join our growing team

Reporting to the Director, Group Benefits in St. John’s, as an Operations Manager in Group Benefits, you will be responsible to manage the day-to-day operations within our Group Benefit Team to achieve essential business goals and meet customer service expectations. The Manager will lead and provide direction to a team of Unit Managers in a high volume, fast paced front-line client service environment. The incumbent will play a pivotal role in our business transformation, as we re-platform our system and redefine our operating model.

The Manager will be required to work in partnership with colleagues and Affinity Groups as well as various national stakeholders.

**What you’ll do here**:
Proactively manage day-to-day operations to achieve key business goals to exceed customer expectations

Manage a team of Unit Managers. Plan and organize with them the mandates and their responsibilities, offer coaching and mentoring, evaluate their performance, support engagement, their professional development and their career path. Also responsible for hiring and executing on performance management plans.

Develop, implement and monitor key performance indicators for your team. Monitor agent productivity and report to appropriate stakeholders on progress towards specific goals and objectives.

Ensure service levels meet or exceed established service metrics, and policies and procedures are being followed

Act as an agent of change by identifying opportunities to improve our processes and procedures. Establish a work methodology that challenges our current processes and procedures to increase efficiency.

Assist the Director to develop policies, strategies, budgets, and long term and short-term plans to facilitate ongoing work, process improvement, customer relations and other functions.

Support and lead collaboration between Group Benefits Operations and the Consulting Team. Build and sustain strong relationship with our Affinity Groups, ensuring all client service concerns are addressed promptly.

Ensure strong employee engagement and reward & recognition practices in place.

Ensure adherence to procedures & ‘satisfactory’ audits are achieved

**Qualifications**:
**What you bring to the table**:
Demonstrated leadership skills and experience is required

Demonstrated ability to lead by example through Intact’s Leadership Success Factors

Excellent communication and interpersonal skills with all levels of staff, and internal and external partners

You are recognized for your leadership, your ability to influence and positively engage your employees, and internal and external partners/clients.

Self-starter with a sense of urgency and the ability to work independently under mínimal supervision

You have a strategic vision of change management for a large organization.

You demonstrate a great ability to challenge the status quo and to be creative and innovative.

You have proven achievements in continuous improvement and work methodology.

You will have experience with the business transformation and system design.

Positive attitude while adapting to changing priorities and taking ownership of work

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